Job Details

Solutions Architect - Cloud Contact Centre vendor

MBR Partners
Advertiser
MBR Partners
Location
London
Rate
-

**Please note this role can be based from home in the UK**







Our client is a UK headquartered start-up software vendor that has just launched a cloud native omni channel contact centre solution. The client has already sold the solution to 2 major Telecoms Service providers in Germany. The client is around 60 people in size and looking to grow quickly given they own the full software stack and it has a highly customisable cutting edge architecture (no legacy issues).





This role will cover both presales and post sales activities...







Key Responsibilities


• Support the sales process to help drive sales by matching my clients products with the needs of prospects (channel partners and enterprises). This goes beyond just the product and touches key client processes.


• Lead the deployment (and customisation) of solutions to guarantee customer success.


• Work with prospects from inception through to solution acceptance. Specifically, this means orchestrating discovery, gleaning and filtering requirements, overcoming challenges and buying hurdles, crafting innovative deployment methodologies, writing proposals and presenting them win them to win business.


• Produce internal and customer-facing technical solution documents.


• Represent my cluent to external customers and set the tempo of any future discussions.


• Manage all aspects of technical Q&A with prospects


• Be the bridge between the prospect and our development team: articulate and productise requirements; suggest least cost and best practice to meet these requirements to deliver competitive advantage


• Frequent travel - to customer sites; mainly in the EU and often at short notice. Business trips are usually for a few days but could be longer (for a week or two)


• Provide technical consultancy as and when required – both internally and externally e.g. support product teams to drive roadmaps etc.


• Providing customer leadership in the areas of IT strategy, cloud model delivery, and infrastructure support, including scenario design and flow mapping.


• Freedom to operate with minimal supervision using their own initiative, however there will be periodic review of plans and progress against targets, as well as a quarterly review with a wider range of stakeholders.





Requirements:


• Background in e2e contact centre software deployment and client interaction (from manager to CxO level)


• Extensive experience of contact centre and unified comms technology gleaned with a leading software vendor. This must include transitioning vendors and on-prem to cloud migrations with underlying support etc.


• Deep understanding of vendor strengths and weaknesses; key processes and work flows within the contact centre


• Understanding of cloud technologies and key ecosystem players within the contact centre domain (omni-channel, IVR, PBX, analytics, biometrics, reporting, WFM, AI and ML)


• Manages time effectively, meets deadlines, and achieves objectives


• Good communicator and collaborator, able to share your skills with others.





Profile


• Computer science or technical degree with 5+ years’ experience in a technical, customer-facing role


• Strong sense of technical ownership of their role; never saying that it is not their problem.


• Commercially aware and can support strategic account planning


• Ability to overcome sales challenges and help our client to become an emerging leader in this space. Ability


to transfer abstract, vague or complex business and project requirements into achievable technical solutions.





Flexible home working following successful probation period.

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